Data Analyst II

AI Business Systems Analyst

Job Description

Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you're interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay – a company you can be proud to be with.

The role:

We are seeking an AI Business Systems Analyst to help us define new and improved customer self-service experiences that harness the capabilities of an AI-driven, conversational platform to deliver an exceptional customer experience. You will be responsible for designing and developing conversational interfaces for eBay's customer self-service and agent-facing productivity solutions. You will partner closely with an amazing team of Product Managers, Engineers and business partners and get inside the heads of our users to shape extraordinary experiences that are easy to use, to the point, and wow our customers. Bring your creative ideas, and help us develop groundbreaking, engaging conversations.

Job Responsibilities:

• Identify and document customer friction points and underutilized opportunities in chat-enabled self-service channels.

• Quantify opportunities that will evolve into new features and improved experiences

• Work with our Conversational Designers to develop customer friendly, conversational flows to guide customers to relevant answers and self-service options

• Evaluate existing capabilities and various workflow automation into the conversational experience to enable customers to self-serve

• Assist with the development and improvement of the Conversational NLU model

• Monitor and improve the performance of conversational experience

• Work with partners to incorporate new features to support corporate initiatives

You have:

Must have:

• Hands on experience in the development, training and tuning of Natural Language Understanding (NLU) models

• Experience with analyzing the performance of automated self-service platforms based on statistical analysis and bulk session analysis to identify improvement opportunities

• Experience with producing performance reports to track KPIs

• Experience with productivity suites: Microsoft, Google, etc.

• Demonstrated experience in articulating, negotiating, and refining analysis and solutions with partners

• Experience in a customer service or a contact center environment

• Comfort operating in global environments across cultures, locations, and time zones

Preferred:

• Hands-on experience with Kore.ai BotBuilder, Google Dialogflow CX, or some other conversational AI creation environment

• Strong abilities in sketching, mocking up, and evaluating interaction designs

• Experience with Generative AI and Large Language Models

• Desire to learn and grow conversation design skills